Andrew John Lockwood Author of Evaluating Organization Development
FEATURED AUTHOR

Andrew John Lockwood

Forte Professor of Hospitality Management
University of Surrey

I am the Forte Professor of Hospitality Management in the School of Hospitality and Tourism Management. I have been involved in hospitality management education for over forty years at all levels from craft to PhD and over that time have contributed to more than ten books and well over 150 journal articles and conference papers.

Biography

I am the Forte Professor of Hospitality Management in the School of Hospitality and Tourism Management. I am happily married, have two lovely daughters, four grandchildren and live in the typically English village of Chiddingfold in the Surrey Hills.
I suppose being born into the family bakery business and growing up in hotels in Scarborough, it was only natural that my career would have something to do with food and accommodation. I did my first degree in Hotel and Catering Administration here at the University of Surrey and spent my professional training year at Grosvenor House Hotel on Park Lane in London. On graduation, I joined the then second largest UK hotel company on a management training scheme. After a number of years running other people's hotels, my wife and I were offered the opportunity of taking over the family's 40 bedroom hotel, which we continued to do until we decided to have a family. By this time, I was also working as a lecturer at the local technical college teaching craft and OND students about hotel and catering management. It was from here that I took my PGCE at Leeds University. Eventually, I moved on to become Assistant Head of Department at Guildford College and from there moved to become a lecturer at the University of Surrey.
I have now been at the University of Surrey for over 30 years but when you work at the best School of Hospitality and Tourism Management in the UK and one of the top Schools in the world, it is hard to find anywhere better to go.
Over my time at Surrey I have developed my own research in the area of operations management in the hospitality tourism and service industries specialising in aspects of quality management but also looking at aspects of service failure, service recovery, employee empowerment, total quality management and now especially productivity as we have recently completed a major ESRC grant in this area. I have had the pleasure of supervising twenty PhD students to completion in these areas.
I have always tried to maintain my close contacts with industry and have given a lot of time to the professional body of the industry - the Institute of Hospitality. I was one of the creators of the Institute's Hospitality Assured Standard and five years I had the privilege of serving as the Chairman of the Executive Council.

Areas of Research / Professional Expertise

    Hospitality Operations Management
    Empowerment
    Service Quality
    Productivity
    Atmospherics
    Education

Books

Featured Title
 Featured Title - Food and Beverage Management 6e - Davis et al - 1st Edition book cover

Articles

International Journal of Contemporary Hospitality Management

Developing a Scale Measuring Customers’ Servicescape Perceptions in Upscale Hotels


Published: Jun 18, 2018 by International Journal of Contemporary Hospitality Management
Authors: Pyun K and Lockwood A J
Subjects: Tourism, Hospitality and Events

This paper describes the detailed process of development of a reliable scale to measure customer perceptions of the upscale hotel servicescape that could then be used as a basis for intra and inter-hotel comparisons and to examine relationships with other variables, such as emotions, satisfaction and loyalty.

International Journal of Hospitality Management

Performance, labour flexibility and migrant workers in hotels: an establishment and departmental level analysis


Published: Jun 18, 2018 by International Journal of Hospitality Management
Authors: Natina Yaduma∗, Allan Williams, Andrew Lockwood, Sangwon Park
Subjects: Tourism, Hospitality and Events

This paper analyses flexible working, and the employment of migrants, as determinants of performance in hotels, utilising a highly disaggregated data set of actual hours worked and outputs, on a monthly basis, over an 8 year period for 25 establishments within a single firm. It examines not only inter-establishment, but also intra-establishment (departmental) variations in performance.